{"id":28082,"date":"2016-06-10T15:39:57","date_gmt":"2016-06-10T13:39:57","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=28082"},"modified":"2016-06-10T15:39:57","modified_gmt":"2016-06-10T13:39:57","slug":"customer-service-specialist-shoprite","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/customer-service-specialist-shoprite.html","title":{"rendered":"Customer Service Specialist at Shoprite"},"content":{"rendered":"

Purpose<\/span><\/p>\n

To provide daily support to the Customer Relations Manager with regards to monitoring social media platforms and responding accordingly and interact daily with customers and other relevant stakeholders.<\/span><\/span><\/p>\n

Qualifications<\/span><\/p>\n

Essential:
\nCertificate in Social Media<\/span><\/span><\/p>\n

Desirable:
\n\u2022Diploma\/Degree or equivalent in Social Media, Marketing, Communications<\/p>\n

Experience<\/span><\/strong><\/p>\n

Essential:
\nSocial Media Customer Service: 2 – 3 years with Diploma \/ Degree or 3-5 years with Certification
\n2-3 years Customer Relations\/Complaints<\/span><\/span><\/p>\n

Desirable:
\n\u2022 2-3 years CommunicationsKnowledge<\/span> Essential:
\n2-3 years Social Media (Blogging, Facebook, Twitter)
\nCustomer Service<\/span><\/span><\/p>\n

Skills<\/span><\/strong><\/p>\n

Essential:
\n\u2022Written Communication Skills – English and Afrikaans
\n\u2022Verbal Communication Skills – English and Afrikaans
\n\u2022Analytical and Critical thinking<\/span><\/span><\/p>\n

Desirable:
\nSocial Media Analytics\/Adobe Social<\/p>\n

Job objectives:<\/span><\/strong><\/p>\n

(1)Social Media Communication and Customer<\/span><\/span>\u00a0Engagement:
\n\u2022Demonstrate competence and up-to-date knowledge and understanding of social media
\n\u2022Align digital responses with Customer Relations Policy to ensure consistency
\n\u2022Engage with customers in a professional and meaningful manner to avoid escalations and ensure timely responses to issues and concerns
\n\u2022Maintain social service levels as required by company standards
\n(2)Risk Control:
\n\u2022Monitor Online Reputation Management tool (ORM) on a continuous basis
\n\u2022Identify threats and opportunities in user generated content and report to relevant parties
\n\u2022Identify and execute opportunities to generate positive customer feedback
\n\u2022Adhere to reputational risk control measures within the business<\/p>\n

(3)Internal Communication:
\n\u2022Liaise with internal departments and operations as required in order to facilitate swift resolution of customer complaints
\n\u2022Maintain social service levels as required by company standards
\n\u2022Liaise with operational and other stakeholders to gather information about issues raised on the company\u2019s social pages for further discussion with management
\n(4)Reporting:
\n\u2022Report daily\/weekly on any reputational risk issues
\n\u2022Report complaint trends to management so that corrective action can be taken in the business
\n\u2022Draft monthly report about social customer interactions, trends and opportunities<\/p>\n

WORKING HOURS:<\/strong>
\nMust be able and willing to work on any day of the week, including Saturdays and Sundays on rotational basis. Evening work between 17h00 -21h00 is also expected<\/p>\n","protected":false},"excerpt":{"rendered":"

Purpose To provide daily support to the Customer Relations Manager with regards to monitoring social media platforms and responding accordingly and interact daily with customers and other relevant stakeholders. Qualifications…..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[75],"tags":[179],"jetpack_publicize_connections":[],"yoast_head":"\nCustomer Service Specialist at Shoprite - Jobs in South Africa 2023<\/title>\n<meta name=\"description\" content=\"Purpose To provide daily support to the Customer Relations Manager with regards to monitoring social media platforms and responding accordingly and\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/joblistsouthafrica.com\/customer-service-specialist-shoprite.html\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Joblist South Africa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/joblistsouthafrica.com\/customer-service-specialist-shoprite.html\",\"url\":\"https:\/\/joblistsouthafrica.com\/customer-service-specialist-shoprite.html\",\"name\":\"Customer Service Specialist at Shoprite - 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